When helping a customer or listening to issues or requirements we all think we can read people and can quick comprehend what is being said – although to prevent severe embarrassment and hours unpacking issues in the future it may be worth spending a couple of seconds fully understanding all aspects of what has been said.

Consider finally ‘framing’ the whole conversation by repeating, in summary, what was said for complete understanding. You should repeat verbatim but a summary of the key points identifying what the outcome will be, how long it may take and who is leading on the work.

Finish the conversation with an invitation for them to come back to you “if there is anything I can help with, please come back to me”.

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